You know, I’ve never been a big fan of them going back to a long-ago bad experience. But once I met Murph, I backed off trashing them in public because, well, Murph’s my bud and bad-mouthing his employer is bad for his job security.
But I have to let ’em have it. You all remember my tale of my lost luggage. The one where my luggage showed up on the wrong day: after my important meeting with the Department of Homeland Security? You remember I explained how they told me what I could (and couldn’t) buy and then I went and bought some stuff. I filed the claim and they denied to pay it. I wrote back because, of course, I assumed they didn’t understand. I wrote both the baggage department AND the customer service people in Dallas.
Murph, next time you have a union meeting let ’em know that it’s reasons like this people don’t like American Airlines. It’s not the people. It’s the idiot bureaucrats running it. I asked American to do the right thing.
Here’s their FINAL response:
December 22, 2008
Dear Mr. Seiden:
A careful review has been accomplished of the entire file and reports which have been obtained concerning your delayed baggage. We wish things had worked out differently and can understand your perseverance in this matter.
We try to avoid disagreements and do our best to clearly explain our position. When applicable, compensation is proffered within our policy guidelines, but we must decline to offer compensation in those situations which do not fall within our compensation guidelines.
Although we understand that you don’t agree with our decision, it is based on sound business practices, as well as our past experience. I am sorry to disappoint you further.
Sincerely,
Customer Relations
American Airlines
This is an “outgoing only” email address. If you ‘reply’ to this message by simply selecting the reply button, we will not receive your additional comments.
So they lose my bags, tell me to go buy some basic necessities which they will pay for as long as I follow their guidelines and submit itemized receipts for reasonable expenses, and then when I follow their exact instructions they tell me it’s not within their policy guidelines?
Yeah, go ahead everyone. Pay them $15 to check a bag and good luck when you lose it. This is why I prefer Delta. I’ve only had a half-dozen lost bags ever and every time I’ve either been provided with basic necessities if it’s been more than a few hours or been given recompense of a full (or partial) amount. Delta came through twice and Eastern (remember them?) once.
I’m off to London for a week with Karen using FF miles — using Continental Miles but flying on Virgin. Yay me.